Patrick Iserlohe
Hotel & Resort General Manager
Baku
Summary
Customer-oriented Resort & Hotel General Manager with twenty-five years plus international experience (Africa, Australia, Asia and Europe). Focus on quality, revenue, guest experience, and employee satisfaction, while safeguarding the company's policies and procedures and to align them with the overall strategic objectives.
I am an resilient, adaptive, solution orientated leader, inspiring and strategic planner with comprehensive managerial astuteness, offering vision and motivation.
Passionate to foster and develop a collaborative team and able retaining and attracting hospitality talent.
Motivated by quality service and operational excellence, I analyze data to optimize revenue streams, while maintaining cost efficiency to uphold luxury service.
Build strong relationships with all stakeholder, particular owners, based on diplomacy and my business acumen.
Overview
22
22
years of professional experience
Work History
General Manager Hotel
Punta Skala Resort Hotel & Spa Iadera
Zadar
03.2024 - 03.2025
- 210 guest rooms and suites, four defined restaurants, conference rooms, sport & water centre, and exclusive SPA.
- Provided hands on leadership, ensuring that our guests and employees enjoy an unparalleled experience, while overseeing all aspects of guest experience satisfaction.
- Fostered a culture of empowerment and development within the team, provided mentorship and guidance to nurture professional growth.
- Directed and trained the hotel’s core operational team, observing SOPs, thus achieving improved service quality reflected in the increased score on Booking.com within one year.
- Enhanced operational processes to optimize efficiency and effectiveness while ensuring exceptional guest experiences, guiding recruitment thus ensuring seamless bridging according to demand periods.
- Drove financial success by developing and marketing leisure guest centric experiences and implemented strategies with to achieve revenue and profitability goals.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed a diverse team of professionals.
Consultant
Self Employed
Aachen
07.2023 - 12.2023
- While remaining professional engaged, applying my expertise, I took a purposeful break to explore opportunities in my home town Aachen, Germany.
General Manager
Baku Marriott Boulevard Hotel
Baku
04.2019 - 06.2023
- City Resort and largest hotel in the Caucasus region with 812 guest rooms. Multi-purpose event space, including a 1,300 sqm ballroom, enabled us to create, serve and celebrate any event for up to 1600 guests. Three distinct restaurants present unique and refined dining concepts with inspiring culinary delights and a generous sense of warmth and hospitality.
- Rebranded the hotel Marriott during 2020.
- Ensured quality and brand management according to Marriott’s product and service standard, conducting quality assurance audits within individual departments, public areas and landscapes.
- Cultivated strong relationships with clients, vendors, and owners to ensure long-term success and loyalty.
- Ensured sound revenue practices are consistently in place, thus maximizing yield, growing occupancy, RevPAR, and market share, leading to improved GOPs YoY, while controlling labour and operating cost efficiently.
- Established two new restaurants concepts, launching early 2020 Green House Asian Kitchen and mid 2022 Black City Lounge & Terrace complementing our White City Restaurant and Bar.
- Navigated through the pandemic by securing accommodation demand for medical staff, and thus ensured the hotel continued to be profitable during the travel restrictions. Generated revenues through our extensive food and beverage operation, targeting residents of Baku with well supported marketing strategies and service experiences. Maintaining relationships with external travel partners during the travel restrictions allowed us to secure, once flights operated again, high volume, price sensitive group business out of South-West Asia and FIT business out of the Middle East, securing base business onto which we were able to yield successfully.
- During 2023 we were yielding towards pre pandemic revenues, while exceeding guests’ satisfaction targets accordingly.
- As in 2019, KPIs for 2022 were exceeded.
Hotel General Manager
Hyatt Regency Dushanbe
Dushanbe
04.2016 - 03.2019
- 211 guest rooms and suites, 1400 m² of flexible event space, ballroom, ten conference- and two boardrooms, allowed for the most successful conferences and social events alike within Dushanbe. Our guests could relax in our spa & fitness center, enjoy Mediterranean, as well as local cuisine in our Focaccia Grill, The Lounge & Terrace and The Bar.
- Initiated with my leadership, an environment in which we design and deploy memorable individual guest experience. I achieved this through adhering to the various operational brand standards and engaging with the hotels’ associates creating a cohesive, high performing team, which was striving for positive results and improvements.
- Consistent individual one to one meetings ensured the executive team is able to execute their personal development plans based on their individual strength, development needs and career goals, while ensuring the same is done for their team members.
- I actively engaged in the staffing process, ensured succession plans are in place, upheld effective work processes, systems, and teamwork, to maximize individual and overall hotel performance.
- Enhanced food and beverage offerings by collaborating with culinary teams on menu development, presentation standards, and pricing strategies.
- Increased revenues by 24%, GOP by 53%, RevPAR by 27.5% and Event revenues by 29.7%. These results were achieved through consistent, flexible and sensible revenue management, including active acquisition of competitor accounts, vigorous pricing strategies, consistent food and beverage product and service development, prudent cost management and a caring work environment.
- Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives, achieving a NPS of 89.1%, and 89% brand standard audit while our colleague survey result closed above EAME and above Hyatt Overall.
General Manager
Hyatt Regency Rostov
Rostov
01.2015 - 12.2015
- Pre-Opening
- Marking Hyatt's entry into Rostov, 190-room Hyatt Regency Rostov plus 32-serviced apartments, part of a mixed-use development, which was set to become Rostov’s premier dining & leisure destination, and certainly the city’s finest hotel with three restaurants, a Regency Club Lounge, ballroom and eight meeting- and event rooms.
- Completed the pre-opening budget.
- Conducted external research of the micro business environment, coordinated the content of the property’s website, identified the hotel’s leadership team & key department managers.
- Documented all standard operating procedures along with customer touch points.
- Emerged myself with the local industry trends, monitored their strengths and weaknesses. Explored business opportunities and demand to translate Hyatt’s strategic plan into one, that can be executed on property.
- Build a strong relationship with owners, and potential partners.
- The planned opening date October 2015 was delayed indefinitely due to financial shortfalls in October 2015, Hyatt International relocated us to our Zurich office.
General Manager
Hyatt Regency Kathmandu
Kathmandu
07.2009 - 11.2014
- City resort with 280 guest rooms, 1,200 m² dedicated event facilities, two restaurants and one bar ensured the perfect dining experiences.
- Managing 450 associates I increased the hotel’s revenues by 92%; RevPAR by 104% and GOP by 182%, while as well improving the HOTEL IQ results to 83.5% during 2010 and further to 89.4% during 2014.
- Focused in a team effort on revenue generating activities particular guest engagement and satisfaction, employee training/engagement, paired with consistent cost control, while adhering to given brand standards (All activities enabled us to qualify every year for our respective ICP).
- Through a detailed need analysis, consistent implementation of hardware requirement and diligent ongoing training sessions (supported by written task breakdowns) we became HACCP certified through TUEV Sued, covering food and beverage, receiving, production, storing and serving, as well as laundry and housekeeping operation.
- We identified strategies, resources, and actions necessary to move change forward, and I lead myself and others to real results.
- I challenged the status quo in service of continuous improvement, and thus, the hotel team now, successfully caters for events up to 2500 guests within the hotel premises, as well external locations, contributing to revenue growth.
General Manager
Hyatt Regency Almaty
Almaty
11.2008 - 06.2009
- I left Grand Hyatt Muscat to lead the planned renovation at Hyatt Regency Almaty along with the brief to support and guide the 2011 opening of the Park Hyatt Almaty. However, both projects had been cancelled due to the economic challenges back in 2009 and Hyatt exited Almaty.
General Manager
Grand Hyatt Muscat & Resort
Muscat
02.2007 - 11.2008
- 280-room luxurious resort with extensive and exiting food and beverage concepts. Six restaurants, bar, conference facilities.
- We were focused to address our guests’ needs first and foremost, infusing a culture of authentic hospitality and achieving, in fact exceeding, service excellence, employee engagement, profitability.
- Ensured brand integrity and established a mutual beneficial owner relationship.
- Grand Hyatt Muscat & Resort, with its 550 associates, achieved revenues of more than US$ 65 million.
- Both financial years we increased RevPAR by 22% and 26% respectively.
- A successful and stunning operation indeed.
Resident Manager
Hyatt Hotels Baku
Baku
03.2005 - 02.2007
- Lead and was accountable for the 156 guest room Park Hyatt, sixty-seven-apartment complex along with 12000 sqm office space, the1800-member strong sport’s club & spa area, and respective extensive food and beverage outlets.
- Exposed myself to the Engineering division, to gain a sound understanding.
- Developed a strong knowledge of the Rooms division, including POS.
- Due to my analytical and communication skills, I was able to implement a competitive pricing strategy to optimize the market mix, keeping in mind our price integrity, this translated into a 18% increase in RevPAR.
- Successfully renovated the complex event & conference conference facilities.
Director of Food & Beverage
Park Hyatt Johannesburg
Johannesburg
02.2003 - 03.2005
- Ensured all Food and Beverage outlets were managed hands on as successful, independent profit centers, always yielding to exceed guest satisfaction consistent with the company’s brand standards.
- Prepared departmental business and training plans by assessing the operations first, suggested and implemented initiatives to gap shortfalls through detailed action plans.
- Took advantage of sales and marketing opportunities to increase business levels and thus revenues.
- My product knowledge and operational expertise enabled me to set up and lead a profitable and efficient Food & beverage division.
Education
BBA - Hotel, Resort And Restaurant Management
Victorian University
Melbourne, Australia 05.1994 - 06.1999
Associate of Arts - Culinary
Hotel Bristol Bonn
Bonn, Germany 04.2001 - 09.1989
High School Diploma -
Anne–Frank–Gymnasium
Aachen, Germany 05.1982 - 06.1985
Skills
- Relationship building
- Project and strategic planning
- Quality management, Employee- & Guest- Experience Service
- Budget, P&L and Revenue Management
- Re-Branding & Branding
- Change management
- Employee training/development
- Adaptable
- Solution orientated
Expertise
MICROS, OPERA, PRIO, Microsoft OFFICE, German - fluent, English - fluent
Personal Information
- Family Status: Married
- Nationality: German
Timeline
General Manager Hotel
Punta Skala Resort Hotel & Spa Iadera
03.2024 - 03.2025
Consultant
Self Employed
07.2023 - 12.2023
General Manager
Baku Marriott Boulevard Hotel
04.2019 - 06.2023
Hotel General Manager
Hyatt Regency Dushanbe
04.2016 - 03.2019
General Manager
Hyatt Regency Rostov
01.2015 - 12.2015
General Manager
Hyatt Regency Kathmandu
07.2009 - 11.2014
General Manager
Hyatt Regency Almaty
11.2008 - 06.2009
General Manager
Grand Hyatt Muscat & Resort
02.2007 - 11.2008
Resident Manager
Hyatt Hotels Baku
03.2005 - 02.2007
Director of Food & Beverage
Park Hyatt Johannesburg
02.2003 - 03.2005
Associate of Arts - Culinary
Hotel Bristol Bonn
04.2001 - 09.1989
BBA - Hotel, Resort And Restaurant Management
Victorian University
05.1994 - 06.1999
High School Diploma -
Anne–Frank–Gymnasium
05.1982 - 06.1985
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